Down Right Cozy

My grandma needed service done on her stove, so we called Down Right Cozy. You wouldn't believe how many stores don't do service or won't work on older fireplaces. They were out in 2 days, and it is working great. Very Friendly.

Needed and new Gas Insert. Down Right Cozy had a great selection and Heather was the nicest and most informative sales person we have ever worked with. Very happy

BUYER BEWARE!



Pros: clean, polite and knowledgeable installers. We like our new gas fireplace log.



Cons: purchased new gas log set, had it installed in our living room and our old one reinstalled in our family room. Also purchased a Wood Chip Crackler with cover (supposedly to simulate realistic burning fire sounds). Was immediately disappointed (did NOT sound realistic--had a "pinging, banging" sound like someone beating a tin can with a drumstick) and told the installer my feelings. He said that that's the way it is and if I was dissatisfied, I should call the owners...which I did after visitors to our home wondered about these sounds. I was told that, because it was a special order, there was nothing that they could do. I asked to talk with someone else and was told to call RH Peterson. They are the manufacturer. I did so...but was told they only deal with distributors (not the public), so I had to contact the distributor again. My husband and I paid them a visit in their store and spoke with Scott, the husband (co-owner). He emphatically stated there was nothing they could do--it was a special order--and we basically had to "eat" the loss, because he wouldn't/couldn't. We asked him if he would want this product in his house and he said no because he knew it didn't sound realistic! But, his wife (our sales rep.) did not mention that little fact when selling it to us! After about 5 minutes of asking why he wouldn't stand behind his product, he became IRATE and started yelling (literally), cussing and swearing ("f..." included) and was close to throwing us out. Before we left we asked for his distributor, since we had only been given the manufacturer's contact information. He gave us that (grudgingly) and we left. It is our loss and a sad lesson learned ($125), but his is the greater loss--we had wanted to follow up our gas log purchase with a mantel surround! I had even gotten the "sample" book when I placed our original order. Now he has lost that sale (about $2,000) and any recommendations we might have given him in the future, plus receiving our negative reviews.

They doubled the normal service call price for coming to my island and even charged a second customer on this trip additional service charges. We paid for their ferry fees. They more than doubled the price of the heater part for my spa. They claimed the higher fees were for having to travel so far and having to go under my deck. The part was installed in less than 30 minutes and did not require going under the deck. So my bill was $700.00 for a $85.00 part. In the past I got numerous fireplaces and the spa from this store. I even made referrals to them. They will not return my calls or reconsider their excessive inflated bill. This bill was presented after the work was done, so I was clueless I was being screwed. I will never use their service again.

Great Knowledgeable Staff. Very Friendly.